Peter Drucker, the world famous management Guru once said. “Organisations exist to get and keep customers.”

I love the simplicity of Drucker’s observation and yet I find that many organisations seem to spend large parts of their working day engaged in activities, meetings and planning that often have little or nothing to do with ‘getting and keeping customers.’

A client on my Thought Leadership Development Program introduced me to a quote by Ajay Royan, cofounder and investor in Mithril Capital Management in the U.S. The quote was “We hit our complexity budget before we reach our ability to operate at our peak”

Now I’m not a investor or venture capitalist but the quote triggered me to think that a similar concept would apply to culture.

I was waiting at a business’s service counter recently and noticed, on the wall behind the counter, there was a sign proclaiming the company’s commitment to their customers. Specifically it mentioned how the company ‘Loved’ and ‘Cared’ for its customers. The reality of the service I experienced suggested differently.

Many organisations talk about loving and really caring for their customers. But of course organisations can’t love or care for customers,

Four Keys For A High Performance Culture
Developing a high performance culture can be a daunting challenge for organisations given they have so many other pressing demands on time, attention and communication simply to keep the business running.

Is your business paying attention to rituals in the workplace culture?

A Harvard Business Review website blog by Heidi Grant Halvorson, associate director for the Motivation Science Center at the Columbia University Business School, says:
‘Rituals in the workplace can reinforce the behaviours we want, create focus and a sense of belonging, and make change stick.’…